Supply chains are the keepers of knowledge, and not just for products and services, but for relationships too. To deliver appropriate services, sourcing teams have to know their customers well, speak their language and understand their business needs. As you can imagine, this isn’t easy. When we consider organizations like hospitals, where the “customers” include multiple departments and stakeholders with a variety of competencies, unique needs and preferences, speaking their language, understanding their needs, and being proactive with contracts on their behalf gets complicated.